Holiday Inn Express & Suites Auburn by IHG — Hotel in Auburn

I stayed for about 2 weeks at the Auburn Holiday Inn Express. The cleanliness was certainly not what I would expect, and the service overall was poor. On the 2nd morning the conditioner in the bathroom ran out. I went and asked for more, and was told I would get some. 5 more nights in a row I went and asked again, and was given the same answer, to no avail. I went to iron some shirts, and noticed the iron was very dirty, and blew out some substance when steaming. I took the iron t the front desk, told them the problem and asked for another iron. I a still waiting for the iron. I put some dirty towels out to be exchanged. Instead of bath towels, housekeeping left face towels. They did on the 7th night leave conditioner, however, I was not able to install in in the bathroom. In 12 nights, I never once had my room cleaned. The body lotion in the hotel room was not new, had been opened and not replaced, and obviously had been used by another guest prior to my staying there. Near the end of the stay, the sales manager called me, asking how the stay had been. I told her these and other issues. She apologized several times, and listed some reasons these things may have happened. She stated the rooms are cleaned every 5 days, and when I told her mine had not been cleaned in 11, she said it should have been cleaned. She told me she would give my account points for all the trouble That never happened. Very very disappointing stay. I had asked to speak to the general manager on 2 different occasions, but was told she was not in. So, I was not able to speak to her at all. I would expect that when promised something by staff, including housekeeping issues, and the points promised, that the promises would be kept. I do intend to contact the regional Holiday Inn Express manager, as I got very little help from the hotel management. I have been a Spire Elite member for several years, and would expect much better service. I will not be staying at this hotel again, and the groups that I train will not be staying...

This is my third stay at this property (Dec. 7-8 2013, Oct. 21-22, 2014). I had to drop a star from my last review and stay in Oct. 2014. I am pleased though to return the star to this review. First, compliments to the Night Auditor (Mary, I believe-apologies for flubbing her name) for checking me in promptly after midnight, recognizing me as a Gold Member and awarding me the proper Bonus Points, and touting the renovation. The swap of the breakfast area and business area enclosures was quite ergonomic and impressive. The room was beautiful-the renovation was obviously a success with the power outlets on the wall for USB, the various lights on the bed (which I'd previously only seen at more upscale properties), so were the hallways. It felt brighter and more welcoming and inviting. The desk was wonderful, the bench for my luggage, the bathroom, everything. The shower also worked tremendously well. One nice thing was the upgraded heating controls-one thing that annoys me are how heating systems can be too loud in hotels. I'm pleased to say that this one had an automatic setting, warmed up quickly, and was quiet. I'm also pleased to say that my past issues from my November review were rectified-there was lotion and I got my wakeup call at 8AM. This hotel is super convenient to the Mass. Pike and the entire area. Indeed, I was able to be in Worcester in 15 minutes driving OVERLAND on Route 12/Southbridge Street! Finally, all the staff were professional and outgoing, including the gentleman working the front desk and the engineer. For some reason, there was no laundry bag in the room (but I got one in short order from the desk) I definitely "stayed smart" here (and saved $50 over staying in Downtown Worcester)-and I look forward to returning to this property and plan to recommend (and indeed, returning earlier so that I can enjoy the spa again!) Hopefully, next time, I can also try a...

I booked the room with my debit card. Upon arrival, the supervisor on duty said the property was no longer accepting the card I used to book the room. This caused a great deal of stress on my partner and I.

Because I am an IHG rewards member I was not expecting to pay a deposit for my stay. The employee I was dealing with during check in told me that because I was using that specific kind of account that I would indeed have to pay a temporary security deposit of $25. This was highly inconvenient and stressful as I only had 1 bank card with me and I had just enough money for the room. I reserved. I had to overdraft my account to pay the security deposit. After arriving in the room. I realized our bathroom exhaust fan did not work! Along the top outer edge of the bath tub there was cracking in the caulking and dried up caulking scattered. There was also wallpaper peeling by the bed. This is highly unacceptable for An IHG property. When our stay was completed, After going to the front desk to return my 2 room Keys and let the employee know I was cheking out before 11am. I was assured my security deposit would be returned within 7 days. We left the room in absolute pristine cleanliness!

My security deposit has still not been credited to my account! I am very unhappy with the hotel check in process during this stay. If that specific account is not accepted then I should not have been able to reserve my room with that card. Very unprofessional! The cleanliness in the bathroom and peeling wallpaper is terrible! I would really appreciate getting a full refund or a stay for free for all the trouble my partner and I had to go thru when we were trying to relax,..I would appreciate a customer service representative emailing me to let me know how IHG is going to make this...